Assistant Manager - Operations - Insurance - Australian Shift

We are seeking a motivated and detail-oriented Assistant Manager to join our Broker Collections and Credit Control team. In this role, you will manage daily operational activities, support the Manager in achieving team goals, and drive continuous improvement while maintaining a strong customer-centric approach. Minimum 1 year in General Insurance and good knowledge of Insurance Underwriting or Broker Collection and Credit Control, with overall minimum 5 years’ experience in customer service area. Key Responsibilities: Lead and manage daily team operations by assigning tasks and ensuring completion within the defined SLA targets. Monitor transaction quality and accuracy, taking corrective actions or process improvement initiatives when necessary. Coach, mentor, and provide constructive feedback to team members to enhance their skills and performance. Support new hires during onboarding to ensure quick adaptation and productivity. Handle escalations effectively, maintaining composure under operational pressure. Collaborate with the Manager and team to meet operational goals and deadlines. Provide insights and suggestions to improve processes and systems for operational efficiency. Demonstrate empathy and understanding towards client circumstances, ensuring a customer-focused service approach. Communicate changes positively and keep the team informed and motivated. Prioritize and organize tasks efficiently to handle multiple responsibilities simultaneously. Required Competencies: Minimum 1 year of experience in Underwriting or Money Operations. Strong leadership skills with the ability to manage, motivate, and develop a team. Excellent verbal and written communication skills. Self-motivated with a proactive, solution-oriented mindset. Strong analytical and problem-solving skills. High attention to detail and accuracy. Ability to make effective decisions under pressure. Excellent time management and organizational skills. Customer-centric approach with empathy and patience. Open to feedback and adaptable to change. Graduate with minimum 2 years of experience in service industry, good knowledge of Broker Collection or Credit Control and VNA above 70% WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.